AES: Link to CM Bouncing During Network Outage

Doc ID    SOLN249776
Version:    10.0
Status:    Published
Published date:    23 Jun 2022
Created Date:    08 May 2014
Author:   
David Barnhart
 

Details

AES 4.0 bundled offer.  This is also valid for all other AES offer types.

The transport link between AES and CM were bouncing during a network outage. 

From the log.date: 

log.20140502:19:47:13 ERROR:WARNING:trans_serv:SetStatus:Connection state for link X.X.X.X on switch S8500 changed to TCP Down(207)
log.20140502:19:49:26 ERROR:WARNING:trans_serv:SetStatus:Connection state for link X.X.X.X on switch S8500 changed to TCP Down(207)
log.20140502:19:49:35 ERROR:WARNING:trans_serv:SetStatus:Connection state for link X.X.X.X on switch S8500 changed to TCP Down(207)
log.20140502:19:50:04 ERROR:FYI:asailink:recvData:CTI link 4 for switch, S8500, reported a status change to "Link Down" cause: CM Down
log.20140502:19:50:04 ERROR:FYI:DAPI:recvData:A DAPI link for switch, S8500, reported a status change to "Link Down" cause: CM Down
 
log.20140507:01:25:31 ERROR:WARNING:trans_serv:SetStatus:Connection state for link X.X.X.X on switch S8500 changed to TCP Down(207)
log.20140507:01:25:36 ERROR:WARNING:trans_serv:SetStatus:Connection state for link X.X.X.X on switch S8500 changed to TCP Down(207)
log.20140507:01:26:06 ERROR:FYI:DAPI:recvData:A DAPI link for switch, S8500, reported a status change to "Link Down" cause: CM Down
log.20140507:01:26:06 ERROR:FYI:asailink:recvData:CTI link 4 for switch, S8500, reported a status change to "Link Down" cause: CM Down
log.20140507:01:58:39 ERROR:WARNING:trans_serv:SetStatus:Connection state for link X.X.X.X on switch S8500 changed to TCP Down(207)
log.20140507:01:58:43 ERROR:WARNING:trans_serv:SetStatus:Connection state for link X.X.X.X on switch S8500 changed to TCP Down(207)
log.20140507:01:59:05 ERROR:FYI:asailink:recvData:CTI link 4 for switch, S8500, reported a status change to "Link Down" cause: CM Down
log.20140507:01:59:05 ERROR:FYI:DAPI:recvData:A DAPI link for switch, S8500, reported a status change to "Link Down" cause: CM Down
log.20140507:04:01:55 ERROR:WARNING:trans_serv:SetStatus:Connection state for link X.X.X.X on switch S8500 changed to TCP Down(207)
log.20140507:04:02:05 ERROR:WARNING:trans_serv:SetStatus:Connection state for link X.X.X.X on switch S8500 changed to TCP Down(207)
log.20140507:04:02:35 ERROR:FYI:asailink:recvData:CTI link 4 for switch, S8500, reported a status change to "Link Down" cause: CM Down
log.20140507:04:02:35 ERROR:FYI:DAPI:recvData:A DAPI link for switch, S8500, reported a status change to "Link Down" cause: CM Down
log.20140507:10:22:07 ERROR:WARNING:trans_serv:SetStatus:Connection state for link X.X.X.X on switch S8500 changed to TCP Down(207)
log.20140507:10:22:22 ERROR:WARNING:trans_serv:SetStatus:Connection state for link X.X.X.X on switch S8500 changed to TCP Down(207)
log.20140507:10:22:42 ERROR:FYI:asailink:recvData:CTI link 4 for switch, S8500, reported a status change to "Link Down" cause: CM Down
log.20140507:10:22:42 ERROR:FYI:DAPI:recvData:A DAPI link for switch, S8500, reported a status change to "Link Down" cause: CM Down
log.20140507:11:02:00 ERROR:WARNING:trans_serv:SetStatus:Connection state for link X.X.X.X on switch S8500 changed to TCP Down(207)
log.20140507:11:02:20 ERROR:WARNING:trans_serv:SetStatus:Connection state for link X.X.X.X on switch S8500 changed to TCP Down(207)

 

Problem Clarification

AES transport link bounces to CM.

Cause

Customer network outage. in a related case, AES/CM/IQ/CMS were on the same network switch.

Solution

Network outage was remedied by network switch provider and AES services restarted.  In a related case, it was also reported that IQ and CMS were also having network issues at the same time. The network switch provider indicated that the CPU usage was 100% and network traffic was lagging due to ports flapping.  This was corrected and service restored.

 

Additional Relevant Phrases

CTI down after network outage. SOLN249776 CRM Connector will not allow agents to log in outage on CTI links between AES and CM

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